Job Summary

The Service Engineer ensures swift resolution to our Customer’s Incident handling, applying acumen to our Customer’s MAC activity, project work, and engineering inquiries so the Customer can focus on their own day-to-day activities.  Finally, the Service Engineer works in conjunction with the Service Desk, Service Delivery Managers, and Professional Services teams to ensure focus on the comprehensive solutions VOX brings to its customers. 

Duties & Responsibilities

• Minimize negative impacts of incidents by restoring normal service operation as quickly as possible
• Meet target resolution times
• Provide good-quality updates about symptoms, business impact, configuration items affected, actions completed, and actions planned
• Complete moves, adds and changes (MAC) work as requested
• Support and maintain complex telecommunication environments
• Manage incidents with third party vendors and carriers
• Collaborate with teams to facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively
• Create and maintain technical knowledge through documentation and knowledge share activities
• Follow Company Policies as dictated by Management

Requirements & Qualifications

• Minimum of 4 years of technical experience supporting the Cisco CUCM suite products including:
  • Cisco Communication Manager
  • Cisco Finesse
  • Cisco Unity
  • Cisco Unified Contact Center Express
  • Cisco Jabber
  • Cisco WebEx, and WebEx Calling
• Current CCNA or CCNP – Collaboration required
• Bachelor’s Degree or equivalent experience preferred
• Excellent written and oral communication skills
• Ability to work extended hours as required
• Strong troubleshooting, problem solving, and analytical skills

Benefits

Comprehensive benefit package including Medical, Dental, Vision, LTD, Life, 401(k), Paid Time Off, Paid Holidays